GenAI Adds Speed to ServiceNow Business Transformations

In a rapidly changing business environment, the addition of GenAI to the latest version of ServiceNow will enable Brazilian enterprises to dramatically speed up their business transformations, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a leading global technology research and advisory firm.

The 2024 ISG Provider Lens ServiceNow Ecosystem Partners report for Brazil finds the GenAI-enhanced version of ServiceNow could lead to faster business transformations for enterprises in Brazil. When assisted by structured agents, cycle times for ServiceNow solutions can now, in some cases, be cut in half, the ISG report says.

Enterprises in Brazil are becoming increasingly aware of the importance of choosing service providers that understand the nature of their business, the ISG report says. Key sectors of the Brazilian economy, such as agribusiness, financial services, government and healthcare, are driving demand for ServiceNow integrations with industry-specific solutions, the report says.

“Providers that combine GenAI capabilities with a solid knowledge of industry-specific needs will be able to differentiate themselves from competitors,” said Bill Huber, partner, digital platforms and solutions, for ISG. “The convergence of IT and business processes on platforms like ServiceNow will accelerate business transformation in Brazil over the next few years.”

Recently, there has been a marked increase in Brazilian enterprises seeking ServiceNow partners that not only demonstrate a deep understanding of ServiceNow technologies but also have knowledge of business processes, the ISG report says. According to the report, these enterprises prefer providers that have already invested in industry-specific reference models and evaluation methodologies, data and benchmarking capabilities and that can point to verifiable platform results.

ServiceNow’s partners are responding by specializing in specific industry sectors, further enhancing their ability to provide customized solutions that meet the unique demands of each sector, the ISG report says. With this approach, known as business transformation management, service providers combine vertical-specific expertise with knowledge of platforms and advanced technologies, including GenAI, the report says.

“Enterprises need to be able to consolidate focused content and effectively use evolving information and knowledge bases,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Effectively leveraging industry knowledge to accelerate specific business solutions in a structured manner will be fundamental to the productivity of Brazilian enterprises.”